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User Support Manager

Employer
Princeton University
Location
Princeton Plasma Physics Laboratory

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Job Details

Overview

The Princeton Plasma Physics Laboratory is a world-class fusion energy research laboratory managed by Princeton University for the U.S. Department of Energy’s Office of Science. PPPL is dedicated to developing the scientific and technological knowledge base for fusion energy. The Laboratory advances the fields of fusion energy and plasma physics research to develop the scientific understanding and key innovations needed to realize fusion as an energy source for the world.

 

Based in the Office of the Chief Operating Officer and reporting to the Laboratory Chief Information Officer, the User Support Manager has overall responsibility for providing effective support throughout the engagement cycle to external scientists and partners coming to PPPL (whether physically or virtually) for collaborative research and development. The successful candidate will work closely with incoming users to expedite the onboarding process, enabling them to become productive as rapidly as possible while ensuring that all safety, security, and administrative requirements applicable to users are met. Responsibilities will include designing, implementing, and maintaining the required tools to provide the best experience for PPPL facility users. collaborators and visitors. The successful candidate will work closely with user facility managers, management system owners, and experiment and facility owners to document, organize, maintain, and publicize the requirements for onboarding and for accessing PPPL resources. Additional areas include administration of science and technical information, partnerships, agreements, and scientific facility user support programs. The User Support Manager will also be responsible for preparing reports associated with user access to PPPL resources. As the successful candidate will serve as the primary point of contact for incoming PPPL facility users collaborators and visitors, the User Support Manager should have a strong desire for helping others and providing excellent customer service

Responsibilities
  • 25%
    • Works with management system owners to gather, organize, and document requirements (including work-flows) for accessing PPPL resources (physical and virtual)
    • Support overall on-boarding experience at PPPL with a focus on coordinating delivery of required training for collaborators and visitors
  • 25%
    • Oversees and assists with user-access collaboration agreements
    • Assists in ensuring that research data and publications resulting from PPPL facility users and collaborators are managed in accordance with PPPL policies
    • Provides expertise and support in administering the Scientific and Technical Information (STI) Program at PPPL including submission of metadata and appropriate analyses or summaries for federal reporting; responding to data calls; reviewing reports and STI products for compliance with DOE requirements; review of copyright assignment forms and licenses; stewardship of selected data-management repositories and requirements; and ongoing communication with internal and external stakeholder groups.
  • 25%
    • Collects, maintains, analyzes, and reports on data relative to PPPL users and collaborator populations and experiences
    • Works closely with experiment and facility owners to assist in the experimental proposal submission, evaluation, and notification process
    • Develops and improves procedures related to research-program support activities
    • Monitors the user experience, develops key performance indicators, observes trends, and make recommendations for improvement
  • 25%
    • Oversees the creation and maintenance of website(s) dedicated to serving the PPPL user and collaborator communities
    • Coordinates outside of work experiences
    • Other duties as assigned
Qualifications

Education and Experience: 

  • Bachelor's degree
  • Five years of experience supporting experiment/facility users including tools, processes, and procedures
  • Prior experience supporting users and visitors at a DOE National Laboratory preferred
  • Experience reviewing scientific publications for security, intellectual property, and/or export-control considerations and analyzing copyright agreements and policies in an open-science research environment
  • Demonstrated prior experience building customer relationships and providing strong customer service
  • Previous experience preparing performance reports, key performance indicators, and presentations

Knowledge, Skills and Abilities:

  • Self-starter and ability to work independently as well as with diverse teams
  • Possess strong multitasking capabilities
  • Strong attention to detail and organization skills
  • Excellent written and verbal communication skills
  • Ability to guide high-performing teams and take direction in a results-oriented environment
  • Advanced computer skills and demonstrated experience with office software and email applications
  • Basic web development skills
  • Familiarity with basic database connectivity and queries
  • Ability to work under minimum supervision

 

Working Conditions: 

  • Occasional work outside normal business hours will be required for collaboration with PPPL’s global visitors and collaborators, but job assignment can usually be accomplished within normal work hours.
  • A hybrid work schedule (remote and on-site) may be authorized.
  • Some periodic travel may be required.

 

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW

Please be aware that the Department of Energy (DOE) prohibits DOE employees and contractors from participation in certain foreign government talent recruitment programs. All PPPL employees are required to disclose any participation in a foreign government talent recruitment program and may be required to withdraw from such programs to remain employed under the DOE Contract.

Standard Weekly Hours40.00Eligible for OvertimeNoBenefits EligibleYesProbationary Period90 daysEssential Services Personnel (see policy for detail)NoPhysical Capacity Exam RequiredNoValid Driver's License RequiredNo #LI-CL1

Organization

Princeton entrance

Princeton University is a vibrant community of scholarship and learning that stands in the nation's service and the service of humanity. As a world-renowned research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching.

Princeton University facultyOpportunity and Impact

At Princeton, every member of our community plays an important role in our mission of teaching and research. That mission provides every faculty and staff member with the opportunity to make an impact bigger than oneself. Learn about working at Princeton and meet some of our wonderful employees.

 

Services and Resources

When you make a commitment to our teaching and research mission, you will have access to the University’s world-renowned resources to help you succeed at work and in life. Discover the exceptional benefits and unique opportunities we offer as part of our commitment to you.

Work-Life Integration

Life is complicated. At Princeton, we recognize that and are sensitive and responsive to the challenges our employees face. The University offers a broad array of benefits and services that help our staff in a variety of ways.

Explore Our Job OpeningsPrinceton students and prof

Whether you’re already part of our community or just getting to know us for the first time, we invite you to imagine the meaningful difference you can make while working at Princeton. For faculty member and academic professional opportunities, visit the Dean of the Faculty website. For staff member job openings and to join our Talent Network, visit our Careers website.

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